Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention. Promotion, etc.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work.

AI 275

AI Machine Learning CX Net Promoter Score 275

InteractionMetrics

APRIL 13, 2024

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. She also asks whether in fact, you need a customer survey! That’s it.

Double-Barreled Question 52

Double-Barreled Question Customer Survey Construction Start-ups 52

Fonolo

MAY 24, 2018

New research from EvaluAgent shows that 90% of contact centers use multi-channel analytics to track the entire customer journey and develop comprehensive customer profiles during the process. Conduct customer surveys (find the root cause of long hold times). How can this be done?

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

Customer Service Life

MARCH 15, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Conclusions.

AI 63

AI Machine Learning CX Net Promoter Score 63

Callminer

FEBRUARY 26, 2019

In most companies, insights are coming from three a small sample sources: complaints, customer surveys and analyzing of call center interactions. This means that statistics coming through complaints and customer surveys are not a true reflection of customer satisfaction.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Comm100

MAY 21, 2019

Jenny Dempsey – Create a Culture of Self Care in your Contact Center. We spend the next hour working out what areas of our lives could benefit from some small improvements to help make us more resilient to contact center stress. Andrew Gilliam – Ho hum No More: Re-imagining Customer Surveys to Drive Results.

NPS 58

NPS Contact Center CX Outlook 58